Initial Business Response / [redacted] (1000, 5, 2017/02/12) */ On the morning of Wednesday February 1st, I contacted [redacted] at 9:amWhen she answered I gave her my name and introduced myself as the managerI apologized for the late reply and I explained that we were closed Sunday and MondayI received the complaint on Tuesday and contacted her the following day I then gave her the information that had been passed on to me, followed by " is this everything? I would like to make sure I'm not missing any details before we continue." [redacted] had no additional information for the complaint of "the massage being no good to her, she needs deep tissue, you cant provide that." Once that was cleared, I then informed her that although the massage may not be for her, our gifts certificates all had a dollar value, did not expire, and could be used at any time for any other service or productAt this point her tone became very negative and she would not let me finishI let her again say she wanted a full refund because her husband was misleadI would like to point out that our conversation at this point became very heated on her end, as she started yelling, throwing out accusations of being an un-certified staffBoth personal and professional insults were said, and she was using bullying tactics and intimidation to try and receive her full refund The gift certificate in question was for a Soothe and Rejuvenate package, (which includes a pedicure/paraffin, manicure/paraffin/ and essential facial) as well as a hot stone massageI then said that because they do not expire and can be used for anything, we have a no refund policy on them, however it wasn't unheard of to get a refundI then told her I didn't have the authority to do such a large refund and our owner was out of the country for a month, however I felt comfortable offering her the amount for the massage ($***.) I was apologetic for her having to wait that long for the full amount, however she did not find this solution acceptableShe continued to yell and try and intimidateShe told me she was a former business owner, and that I was breaking the law After about five more minutes of that there was a pauseI then asked for the chance to address some of the things she had just said: "I'm pretty sure its not even legal for you to call it a massage if your not therapeutic! And " Its MY money"After yelling at me more times then I could keep track of that it was "her money" I did explain to [redacted] in a calm respectful fashion that "that's not exactly rightIt was a business transaction, your husband paid for the gift and the business received the moneySo once that sale is done and the costumer leaves with the purchase it would really no longer be their money." we were not holding her gift from her, she was deciding she didnt want to use it I would like to point out that at no time, from start to finish, did I raise my voice, cut her off or be anything other then calm and professional during a difficult situationI did point that out to her at one point, because she would not let me speak after saying she had nothing to add and it was alright for me to go ahead" miss, we are not going to get anything resolved today if we talk over each otherSo it's important that we listen to each other and take turnsI listened to you very carefully just now, and didn't interrupt and I would like the same courtesy from you please." were my wordsThere were other staff members present throughout the conversation My offer to her remained the sameI would be able to refund the massage, however the rest of it would have to be approved from the ownerSince it was only the massage she took issue with, even after given several opportunities to add any other reasons as to why a full refund would be done I ended the conversation" I'm sorry miss but we are not going to come to an agreement todayWe are going in circles, and my offer is the sameWe are going to have to agrees to disagree on this right now, you are welcome to take some time and call us back at anytime to discuss this again, however right now I will be hanging up and ending the call, OK good bye and have a good day" We did speak with someone, they lead us to the Canadian Consumer Handbook which states that "a business has no legal obligation to accept return items ,unless they are defective" I felt that since she was offered a refund on the massage, and has no issue with the other services, we had already gone above and beyond what the store policy was I can see [redacted] would like a check mailed to her, as stated to her before, our owner is out of the country, a refund of any amount in the form of a check would have to wait until her returnI would be more than happy to do a refund for the massage total on whatever credit card the gift card was purchased on As a business I fell that refunding the whole amount would not be practicalThere are other options : She could sell the gift certificate She could re-gift it The gift certificate can be used to purchase a wide variety of products in the spa I understand that when we get upset in such a way, we may not want to face that person again and can feel embarrassed or that you may be treated poorly, however if [redacted] wanted to use her certificate she would absolutely receive professional, relaxing and soothing serviceThat choice is personal and up to the client [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will admit to reading my voice, I was so frustrated with how I was being talked down toThe feeling of shock took over, and I acted wrongIt was a very bad day for me as I just had my injection done, and they make me very unwellI would like to send my sincere apologies for my behaviourIn saying that, I feel without reserve, that if something can not be fully refunded, it needs to state that in the receipt, or/and gift cardThe comment about it being my money, did not come up until I was told by her, that she could not refund that amount of money, my response was "there was no service given to me for this money yet, it is my money" she then said "no it is my money now"It was replays like these that showed poor managing skillsAnd I told her how I felt about that, and that was the only remark I said about her professionally or personally I at no point talked about legal or illegal message, I rated that if you are advertising massage, it should be stated that there is no massage therapist Would you like to book a hair appointment to get your hair cut, but when you go there, it's someone uneducated who is only going to wash your hair?? Anyway! I am to this point of exhaustion! If you really need to keep my money that is fine! I have other things to fight that are so much more important Right now! Sorry again for my out burst, it was not my proudest moment I usually am more professional than that Regards [redacted]
Initial Business Response /* (1000, 5, 2017/02/12) */
On the morning of Wednesday February 1st, I contacted *** at 9:amWhen she answered I gave her my name and introduced myself as the managerI apologized for the late reply and I explained that we were closed Sunday and MondayI
received the complaint on Tuesday and contacted her the following day
I then gave her the information that had been passed on to me, followed by " is this everything? I would like to make sure I'm not missing any details before we continue." *** had no additional information for the complaint of "the massage being no good to her, she needs deep tissue, you cant provide that."
Once that was cleared, I then informed her that although the massage may not be for her, our gifts certificates all had a dollar value, did not expire, and could be used at any time for any other service or productAt this point her tone became very negative and she would not let me finishI let her again say she wanted a full refund because her husband was misleadI would like to point out that our conversation at this point became very heated on her end, as she started yelling, throwing out accusations of being an un-certified staffBoth personal and professional insults were said, and she was using bullying tactics and intimidation to try and receive her full refund
The gift certificate in question was for a Soothe and Rejuvenate package, (which includes a pedicure/paraffin, manicure/paraffin/ and essential facial) as well as a hot stone massageI then said that because they do not expire and can be used for anything, we have a no refund policy on them, however it wasn't unheard of to get a refundI then told her I didn't have the authority to do such a large refund and our owner was out of the country for a month, however I felt comfortable offering her the amount for the massage ($***.) I was apologetic for her having to wait that long for the full amount, however she did not find this solution acceptableShe continued to yell and try and intimidateShe told me she was a former business owner, and that I was breaking the law
After about five more minutes of that there was a pauseI then asked for the chance to address some of the things she had just said: "I'm pretty sure its not even legal for you to call it a massage if your not therapeutic! And " Its MY money"After yelling at me more times then I could keep track of that it was "her money" I did explain to *** in a calm respectful fashion that "that's not exactly rightIt was a business transaction, your husband paid for the gift and the business received the moneySo once that sale is done and the costumer leaves with the purchase it would really no longer be their money." we were not holding her gift from her, she was deciding she didnt want to use it
I would like to point out that at no time, from start to finish, did I raise my voice, cut her off or be anything other then calm and professional during a difficult situationI did point that out to her at one point, because she would not let me speak after saying she had nothing to add and it was alright for me to go ahead" miss, we are not going to get anything resolved today if we talk over each otherSo it's important that we listen to each other and take turnsI listened to you very carefully just now, and didn't interrupt and I would like the same courtesy from you please." were my wordsThere were other staff members present throughout the conversation
My offer to her remained the sameI would be able to refund the massage, however the rest of it would have to be approved from the ownerSince it was only the massage she took issue with, even after given several opportunities to add any other reasons as to why a full refund would be done I ended the conversation" I'm sorry miss but we are not going to come to an agreement todayWe are going in circles, and my offer is the sameWe are going to have to agrees to disagree on this right now, you are welcome to take some time and call us back at anytime to discuss this again, however right now I will be hanging up and ending the call, OK good bye and have a good day"
We did speak with someone, they lead us to the Canadian Consumer Handbook which states that "a business has no legal obligation to accept return items ,unless they are defective" I felt that since she was offered a refund on the massage, and has no issue with the other services, we had already gone above and beyond what the store policy was
I can see *** would like a check mailed to her, as stated to her before, our owner is out of the country, a refund of any amount in the form of a check would have to wait until her returnI would be more than happy to do a refund for the massage total on whatever credit card the gift card was purchased on
As a business I fell that refunding the whole amount would not be practicalThere are other options :
She could sell the gift certificate
She could re-gift it
The gift certificate can be used to purchase a wide variety of products in the spa
I understand that when we get upset in such a way, we may not want to face that person again and can feel embarrassed or that you may be treated poorly, however if *** wanted to use her certificate she would absolutely receive professional, relaxing and soothing serviceThat choice is personal and up to the client
***
Initial Consumer Rebuttal /* (3000, 7, 2017/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will admit to reading my voice, I was so frustrated with how I was being talked down toThe feeling of shock took over, and I acted wrongIt was a very bad day for me as I just had my injection done, and they make me very unwellI would like to send my sincere apologies for my behaviourIn saying that, I feel without reserve, that if something can not be fully refunded, it needs to state that in the receipt, or/and gift cardThe comment about it being my money, did not come up until I was told by her, that she could not refund that amount of money, my response was "there was no service given to me for this money yet, it is my money" she then said "no it is my money now"It was replays like these that showed poor managing skillsAnd I told her how I felt about that, and that was the only remark I said about her professionally or personally
I at no point talked about legal or illegal message,
I rated that if you are advertising massage, it should be stated that there is no massage therapist
Would you like to book a hair appointment to get your hair cut, but when you go there, it's someone uneducated who is only going to wash your hair??
Anyway! I am to this point of exhaustion! If you really need to keep my money that is fine! I have other things to fight that are so much more important Right now!
Sorry again for my out burst, it was not my proudest moment
I usually am more professional than that
Regards
***
Initial Business Response / [redacted] (1000, 5, 2017/02/12) */ On the morning of Wednesday February 1st, I contacted [redacted] at 9:amWhen she answered I gave her my name and introduced myself as the managerI apologized for the late reply and I explained that we were closed Sunday and MondayI received the complaint on Tuesday and contacted her the following day I then gave her the information that had been passed on to me, followed by " is this everything? I would like to make sure I'm not missing any details before we continue." [redacted] had no additional information for the complaint of "the massage being no good to her, she needs deep tissue, you cant provide that." Once that was cleared, I then informed her that although the massage may not be for her, our gifts certificates all had a dollar value, did not expire, and could be used at any time for any other service or productAt this point her tone became very negative and she would not let me finishI let her again say she wanted a full refund because her husband was misleadI would like to point out that our conversation at this point became very heated on her end, as she started yelling, throwing out accusations of being an un-certified staffBoth personal and professional insults were said, and she was using bullying tactics and intimidation to try and receive her full refund The gift certificate in question was for a Soothe and Rejuvenate package, (which includes a pedicure/paraffin, manicure/paraffin/ and essential facial) as well as a hot stone massageI then said that because they do not expire and can be used for anything, we have a no refund policy on them, however it wasn't unheard of to get a refundI then told her I didn't have the authority to do such a large refund and our owner was out of the country for a month, however I felt comfortable offering her the amount for the massage ($***.) I was apologetic for her having to wait that long for the full amount, however she did not find this solution acceptableShe continued to yell and try and intimidateShe told me she was a former business owner, and that I was breaking the law After about five more minutes of that there was a pauseI then asked for the chance to address some of the things she had just said: "I'm pretty sure its not even legal for you to call it a massage if your not therapeutic! And " Its MY money"After yelling at me more times then I could keep track of that it was "her money" I did explain to [redacted] in a calm respectful fashion that "that's not exactly rightIt was a business transaction, your husband paid for the gift and the business received the moneySo once that sale is done and the costumer leaves with the purchase it would really no longer be their money." we were not holding her gift from her, she was deciding she didnt want to use it I would like to point out that at no time, from start to finish, did I raise my voice, cut her off or be anything other then calm and professional during a difficult situationI did point that out to her at one point, because she would not let me speak after saying she had nothing to add and it was alright for me to go ahead" miss, we are not going to get anything resolved today if we talk over each otherSo it's important that we listen to each other and take turnsI listened to you very carefully just now, and didn't interrupt and I would like the same courtesy from you please." were my wordsThere were other staff members present throughout the conversation My offer to her remained the sameI would be able to refund the massage, however the rest of it would have to be approved from the ownerSince it was only the massage she took issue with, even after given several opportunities to add any other reasons as to why a full refund would be done I ended the conversation" I'm sorry miss but we are not going to come to an agreement todayWe are going in circles, and my offer is the sameWe are going to have to agrees to disagree on this right now, you are welcome to take some time and call us back at anytime to discuss this again, however right now I will be hanging up and ending the call, OK good bye and have a good day" We did speak with someone, they lead us to the Canadian Consumer Handbook which states that "a business has no legal obligation to accept return items ,unless they are defective" I felt that since she was offered a refund on the massage, and has no issue with the other services, we had already gone above and beyond what the store policy was I can see [redacted] would like a check mailed to her, as stated to her before, our owner is out of the country, a refund of any amount in the form of a check would have to wait until her returnI would be more than happy to do a refund for the massage total on whatever credit card the gift card was purchased on As a business I fell that refunding the whole amount would not be practicalThere are other options : She could sell the gift certificate She could re-gift it The gift certificate can be used to purchase a wide variety of products in the spa I understand that when we get upset in such a way, we may not want to face that person again and can feel embarrassed or that you may be treated poorly, however if [redacted] wanted to use her certificate she would absolutely receive professional, relaxing and soothing serviceThat choice is personal and up to the client [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will admit to reading my voice, I was so frustrated with how I was being talked down toThe feeling of shock took over, and I acted wrongIt was a very bad day for me as I just had my injection done, and they make me very unwellI would like to send my sincere apologies for my behaviourIn saying that, I feel without reserve, that if something can not be fully refunded, it needs to state that in the receipt, or/and gift cardThe comment about it being my money, did not come up until I was told by her, that she could not refund that amount of money, my response was "there was no service given to me for this money yet, it is my money" she then said "no it is my money now"It was replays like these that showed poor managing skillsAnd I told her how I felt about that, and that was the only remark I said about her professionally or personally I at no point talked about legal or illegal message, I rated that if you are advertising massage, it should be stated that there is no massage therapist Would you like to book a hair appointment to get your hair cut, but when you go there, it's someone uneducated who is only going to wash your hair?? Anyway! I am to this point of exhaustion! If you really need to keep my money that is fine! I have other things to fight that are so much more important Right now! Sorry again for my out burst, it was not my proudest moment I usually am more professional than that Regards [redacted]
Initial Business Response /* (1000, 5, 2017/02/12) */
On the morning of Wednesday February 1st, I contacted *** at 9:amWhen she answered I gave her my name and introduced myself as the managerI apologized for the late reply and I explained that we were closed Sunday and MondayI
received the complaint on Tuesday and contacted her the following day
I then gave her the information that had been passed on to me, followed by " is this everything? I would like to make sure I'm not missing any details before we continue." *** had no additional information for the complaint of "the massage being no good to her, she needs deep tissue, you cant provide that."
Once that was cleared, I then informed her that although the massage may not be for her, our gifts certificates all had a dollar value, did not expire, and could be used at any time for any other service or productAt this point her tone became very negative and she would not let me finishI let her again say she wanted a full refund because her husband was misleadI would like to point out that our conversation at this point became very heated on her end, as she started yelling, throwing out accusations of being an un-certified staffBoth personal and professional insults were said, and she was using bullying tactics and intimidation to try and receive her full refund
The gift certificate in question was for a Soothe and Rejuvenate package, (which includes a pedicure/paraffin, manicure/paraffin/ and essential facial) as well as a hot stone massageI then said that because they do not expire and can be used for anything, we have a no refund policy on them, however it wasn't unheard of to get a refundI then told her I didn't have the authority to do such a large refund and our owner was out of the country for a month, however I felt comfortable offering her the amount for the massage ($***.) I was apologetic for her having to wait that long for the full amount, however she did not find this solution acceptableShe continued to yell and try and intimidateShe told me she was a former business owner, and that I was breaking the law
After about five more minutes of that there was a pauseI then asked for the chance to address some of the things she had just said: "I'm pretty sure its not even legal for you to call it a massage if your not therapeutic! And " Its MY money"After yelling at me more times then I could keep track of that it was "her money" I did explain to *** in a calm respectful fashion that "that's not exactly rightIt was a business transaction, your husband paid for the gift and the business received the moneySo once that sale is done and the costumer leaves with the purchase it would really no longer be their money." we were not holding her gift from her, she was deciding she didnt want to use it
I would like to point out that at no time, from start to finish, did I raise my voice, cut her off or be anything other then calm and professional during a difficult situationI did point that out to her at one point, because she would not let me speak after saying she had nothing to add and it was alright for me to go ahead" miss, we are not going to get anything resolved today if we talk over each otherSo it's important that we listen to each other and take turnsI listened to you very carefully just now, and didn't interrupt and I would like the same courtesy from you please." were my wordsThere were other staff members present throughout the conversation
My offer to her remained the sameI would be able to refund the massage, however the rest of it would have to be approved from the ownerSince it was only the massage she took issue with, even after given several opportunities to add any other reasons as to why a full refund would be done I ended the conversation" I'm sorry miss but we are not going to come to an agreement todayWe are going in circles, and my offer is the sameWe are going to have to agrees to disagree on this right now, you are welcome to take some time and call us back at anytime to discuss this again, however right now I will be hanging up and ending the call, OK good bye and have a good day"
We did speak with someone, they lead us to the Canadian Consumer Handbook which states that "a business has no legal obligation to accept return items ,unless they are defective" I felt that since she was offered a refund on the massage, and has no issue with the other services, we had already gone above and beyond what the store policy was
I can see *** would like a check mailed to her, as stated to her before, our owner is out of the country, a refund of any amount in the form of a check would have to wait until her returnI would be more than happy to do a refund for the massage total on whatever credit card the gift card was purchased on
As a business I fell that refunding the whole amount would not be practicalThere are other options :
She could sell the gift certificate
She could re-gift it
The gift certificate can be used to purchase a wide variety of products in the spa
I understand that when we get upset in such a way, we may not want to face that person again and can feel embarrassed or that you may be treated poorly, however if *** wanted to use her certificate she would absolutely receive professional, relaxing and soothing serviceThat choice is personal and up to the client
***
Initial Consumer Rebuttal /* (3000, 7, 2017/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will admit to reading my voice, I was so frustrated with how I was being talked down toThe feeling of shock took over, and I acted wrongIt was a very bad day for me as I just had my injection done, and they make me very unwellI would like to send my sincere apologies for my behaviourIn saying that, I feel without reserve, that if something can not be fully refunded, it needs to state that in the receipt, or/and gift cardThe comment about it being my money, did not come up until I was told by her, that she could not refund that amount of money, my response was "there was no service given to me for this money yet, it is my money" she then said "no it is my money now"It was replays like these that showed poor managing skillsAnd I told her how I felt about that, and that was the only remark I said about her professionally or personally
I at no point talked about legal or illegal message,
I rated that if you are advertising massage, it should be stated that there is no massage therapist
Would you like to book a hair appointment to get your hair cut, but when you go there, it's someone uneducated who is only going to wash your hair??
Anyway! I am to this point of exhaustion! If you really need to keep my money that is fine! I have other things to fight that are so much more important Right now!
Sorry again for my out burst, it was not my proudest moment
I usually am more professional than that
Regards
***